Customers Not Receiving Digital Downloads

Hello,
I have had several successful purchases on my site but I have had two customers purchase digital downloads and they are not showing up under my payments/orders and the customers have not been able to download their digital image. I am getting their payment through Paypal and have tested the image out myself to see if it would download and have successfully completed the transactions. Why would some orders come through and some not?
Thanks!

This is what I found out: When I checkout as a guest the order is not showing up at all in my orders. Also after paying through Paypal I am not led back to the shop. Instead it gives me this text instead of taking me back to the download page: Jeremy, you just completed your payment.
Your receipt number for this payment is: 3525-2648-4037-5440.
We'll send a confirmation email to sweetsisters_candy@yahoo.com. This transaction will appear on your statement as PayPal *MYHEARTHASE.

As you can see, it gives the email that I used for Paypal instead of my shop name. It should say "Return to My Heart Has Ears". Here is the page I have set in Paypal for auto return: http://myhearthasears.com/account/downloads/
When I click on the "Return to jnelson43207@yahoo.com" it takes me back to the cart and acts like I haven't purchased.
I have disabled guest checkout at this point but would like to offer it.

I went ahead and tested with both PayPal Standard Basic and Secure and couldn't replicate the issue with either add-on. Is this only happening with PayPal? Or have you tried it with other payment gateways as well?

Can you test to see if there is a plugin conflict causing this? To do so, you'd deactivate all of your plugins except for Exchange and then see if it works properly. If it does, reactivate your other plugins one at a time, testing Exchange each time to see which plugin is causing the conflict.

I'm using Paypal secure. The thing that I don't understand is that it doesn't happen every time. It's isolated events. I think it is happening only when someone is checking out as a guest and so I disabled guest checkout.

It was a registered guest. She actually said that she wasn't able to download the file from her confirmation email. She said she clicked the link and it took her to the page but said she wasn't authorized to download the link. I did tell her to try to login and see if she could download then. I haven't heard back from her.

I have yet another customer who says she cannot download her image that she purchased. She said when she goes to her account it says that she has reached the number of downloads she purchased but she didn't download anything.

Do you have a coupon code use to try a test purchase on your site? I understand if you don't want to post it here publicly, but you can send it to me by PM here on the forum or email it to me at elise@ithemes.com.

No. It's an issue with Exchange. It's just a huge coincidence that a customer had a similar problem with a different source. I had a customer last night saying that she couldn't download her image. When I test it myself, the process to get back to my download is very confusing. It doesn't take me back to the download page after paying as it should. I have the correct settings in Paypal.

When a customer completes a purchase, they are not supposed to be taken to the download page. They will be taken to their confirmation page which includes a link to their downloads. I provided a screenshot in one of my previous replies.

The fact that you're having issues with Exchange and whatever the other plugin is makes me think that it's not in fact an Exchange issue. You might check with your host to see if they can find the issue. For instance, there is a setting, allow_url_fopen, which needs to be on, but is often set to off. Some server companies let you change this yourself, but you may need to contact your host and have them change it for you. This may not affect every file, but it does sometimes affect larger files which would explain why it is only affecting some customer downloads.

If your hosting company allows you to make this change on your own, you'd go into your FTP where you should see a php.ini file. In it, you should see the allow_url_fopen option. Change the setting to on, then save and re-FTP the file.

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